On March 11, 2019,
Access Link General Manager Heather Smith-Bermudez
visited JESPY to discuss issues related to its unsatisfactory service for our clients. “We realize that changes need to be made," she said. "We have made some important ones and are steps away from making several more."
Speaking to a packed room, Smith-Bermudez addressed some of those new and upcoming changes that Access Link will be implementing:
Phone hold times –
Prior to February 2019, the average hold time was 30 minutes. As of February, staff has been increased and technology updated. Access Link’s speed of answering calls is now reportedly four minutes.
Electronic fares –
By April, a new fare acceptance process (similar to EZ Pass) will eliminate the need for customers to pay cash. After putting money into an online account, funds will be deducted for each ride.
Email reservations –
Staff is updating the email reservation component of Access Link. They want to streamline the process to make receiving and answering emails more user friendly. Completion date to be determined.